Position Summary

As Director of Product & CX, you will lead and develop a team of Product Managers and leaders of Product Management responsible for defining and executing a digital roadmap for the B2C Home Services experience and supporting platforms.

You will be responsible for product management strategy and operating model to promote product management excellence across teams, defining and executing high-impact product roadmaps, and harness emerging technologies, including multimodal AI, agentic AI, image processing, NLP, and 3D spatial tools. You will lead across organizational boundaries, and influence executive leadership to prioritize initiatives that drive measurable financial outcomes.

Key areas of focus include:

• DIY spatial measurement
• Interactive visualization
• Vendor third-party application workforce coordination
• Connection points to CRMs
• Field workforce applications
• Knowledge of online experiences for Services and Installations

This role requires deep expertise in digital product management, with a primary focus on driving product strategy and defining clear roadmaps. It also requires a strong understanding of how to leverage generative and agentic AI to accelerate that strategy, delivering innovative, scalable solutions that improve customer and associate experiences and generate high ROI.

Key Responsibilities

40% Strategy, Roadmap Planning & Team Elevation

• Product Management Expertise: Applies business domain and product management expertise to drive the overall product strategy for a particular business domain, create growth for the business, and deliver value for our customers
• Drive Innovation & Strategy: Define and deliver multi-year roadmap that transforms customer experience, lead generation, visualization, and workforce coordination while driving measurable business outcomes.
• Build High-Performing Teams: Attract and develop high-performing teams, elevating technical capability and embedding AI-first product management practices.
• Foster Collaboration: Partner closely with Product, Engineering, Data Science, UX, business partners, and merchants to align priorities, challenge conventional thinking, and deliver innovative solutions enabled by emerging technologies.
• Optimize Time-to-Value: Leverage AI and automation to modernize product management processes, accelerate delivery, and improve organizational agility.
• Business Acumen: Quick learner who partners across the business and finance to  develop data-driven customer and financial outcomes that prioritize investments to maximize investments and deliver measurable results.

30% Strategic Communication & Executive Alignment

• Executive Presentation & Communication: Prepare and deliver clear, persuasive presentations to executive leadership, articulating complex technical concepts, business cases, and strategic roadmaps tailored precisely to the audience.
• Value-Based Prioritization: Master the art of cross-functional influence by anchoring product decisions, feature selection, and resource allocation in rigorous financial analysis, unit economics, and margin expansion.
• Financial Acumen: Establish frameworks to rapidly prototype and stress-test emerging technical concepts against near-term business ROI before committing engineering and data science resources.
• Cross-Functional Problem Solving: Apply deep technical domain knowledge to solve complex operational friction points across customer, provider, and field workforce touchpoints.

20% Organizational Change & Operational Excellence

• Champion organizational change management, guiding cross-functional teams and operational partners through seamless adoption of Human-in-the-Loop (HITL) workflows and AI-assisted execution.

10% Multimodal AI & Dynamic Solutions

• Multimodal Technology Assessment: Critically evaluate and deploy emerging multimodal capabilities—fusing Image Processing (blueprint parsing, visual catalog matching) and Natural Language Processing (NLP) (intent modeling, plain-English schema mapping) with 3D spatial data.
• Inventive Tool Creation: Guide Product, Data Science, and Engineering teams in building dynamic automated API generation.

Core Technical & Architectural Capabilities

• Cross-Functional AI Fluency (Product, Engineering, Data Science & UX): Possesses the depth of knowledge in Generative AI, Data Science paradigms, Multimodal RAG, and Agentic Architectures needed to earn credibility with senior engineering and data science leaders while challenging teams to think bigger.

Direct Manager/Direct Reports:

• This Position typically reports to Senior Director Services
• This Position has Direct Reports

Travel Requirements:

• Typically requires overnight travel 20% to 50% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Proven track record of guiding cross-functional product, engineering, and data science teams to solve heavy enterprise integration, multimodal document parsing, or spatial data challenges.
• Experience in B2C home services, marketplace platforms, or physical operations (estimating, measuring, installation, or workforce management).
• Strong financial acumen with proven mastery in building ROI frameworks, cost-benefit analyses, and unit economics models to drive executive roadmap prioritization. 

Multimodal Systems & Schema Orchestration

• Image Processing & NLP Fusion (Plus): Ability to combine vision-language models and NLP to convert visual schematics, blueprints, and raw documents into structured operational data.
• Natural Language Control Planes (Plus): Experience building prompt-driven frameworks that dynamically generate deployable APIs and translate enterprise schemas instantly.

AI Operational Velocity

• AI-First Execution (Plus): Hands-on use of modern AI tooling (e.g., Claude, Cursor) to turn meetings and discussions directly into user stories, specs, and rapid prototypes.

Core Leadership Competencies

• Executive Communicator & Adaptability: Exceptional ability to clearly articulate complex technical and strategic ideas, tailoring messaging seamlessly for executives, cross-functional partners, or engineering teams.
• Cross-Functional Leader: Proven ability to operate collaboratively across Product, Engineering, Data Science, UX, and operations to break down silos and drive alignment.
• Financial Acumen: Exceptional ability to influence prioritization across teams by connecting technical possibilities directly to gross margin, cost reduction, and revenue growth.
• Pragmatic Technology Innovator: Proven ability to transition organizations away from legacy software patterns toward value-driven emerging technologies.
• Talent Developer: Track record of attracting, coaching, and retaining top-tier product talent, fostering a culture of rapid experimentation and operational excellence.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• Bachelor’s degree in Computer Science, Data Science, Engineering, Business, or a related field; or equivalent practical experience.

Minimum Years of Work Experience:

• 8

Preferred Years of Work Experience:

• 8+ years of progressive leadership experience in Product Management, Product Design, or Digital Operations.
• Direct experience leading a team of Product Managers defining and delivering software roadmaps while collaborating seamlessly across cross-functional teams (Engineering, Data Science, UX).
• Demonstrated experience preparing and presenting strategic business cases to C-suite and executive stakeholders.
• 2+ years of practical experience assessing, guiding, or launching products powered by Multimodal AI, Image Processing, NLP, or Agentic Workflows.

Competencies:

• Financial understanding and business knowledge
• Strong understanding of Operations and area of expertise
• Able to easily influence others
• Strong analytical and problem solving skills
• Excellent skills in communication